Tag: self-service

Self-Service AI May Cost Brands Consumer Trust, Report Warns

The promise of generative AI in customer service has dazzled executives across industries. However, according to Forrester’s 2026 B2C Marketing, CX, and Digital Business Predictions, the race to automate could do more harm than good. The research firm expects that...

Gartner Highlights the Most Valuable AI Use Cases for Customer Service

Gartner’s HR Symposium/Xpo series is kicking off in London today. Taking in stops at Florida and Sydney over the next few weeks. An invaluable resource for HR leadership teams to reimagine their strategies, nudged by Gartner’s research. There’s plenty of...

Only 15% want fully digital insurance experience. So why are insurers still pushing it?

While much of the insurance industry continues to race toward full automation, a new survey from Insurity reveals that only 15% of consumers actually want a digital-only insurance experience. The 2025 Digital Experience Index reveals a more nuanced picture of what...

Digital CX: Is AI solving the customer effort crisis?

How much effort is too much when it comes to winning and retaining customers? Cost is typically the primary metric, but can businesses make whole processes easier and let customers do more of the work in the self-service era? A...

Survey finds customer experience is no longer just a cost – it’s a revenue driver

A new Nextiva survey of more than 1,000 customer experience leaders across the US, UK, and Canada reveals senior leadership is increasingly recognising it as a revenue driver rather than a cost centre. The findings indicate that CX plays a...

77% of shoppers opt for self-checkout for its speed and efficiency

A transformative shift in consumer behaviour is underway, with 77% of shoppers now favouring self-checkout options for their speed and convenience, according to a recent survey from NCR Voyix. The findings from the 2025 Commerce Experience Report highlight a significant...

Is AI going to save the CX industry?

68% of CX leaders are expecting an end to traditional customer experience as we know it, according to new research released from Zendesk. Nearly 7 in 10 UK CX leaders believe the volume of customer service interactions will increase five times...